Chase Home Lending Executive Office returns a call

May 10, 2010, 4:46 pm: Shawnte Trowlsdell from the Chase Home Lending Executive Office called. She was returning my call about my letter to Mr. David Lowman earlier in the day and the e-mail she’d received from Marissa. Shawnte told me she’d just started her job a week ago Monday (assuming this was 5/3/10); she got my case on Friday (assuming 5/7/10) and that she was taking on Olga Danilova’s entire caseload of about 100 cases – per Shawnte, it was all a “big mess”. I asked her if she was just filling in for Olga since I knew Olga was out of the country for two weeks; Shawnte said she wasn’t really sure about that but Olga would not be coming back; she was “no longer in the department”. Shawnte said she was trying to sort through everything; she did not have a lot to go on and no one had briefed her. Per Shawnte, it really was a mess as Olga had taken no notes and never called anyone back; customers were very upset.

I said that Olga had actually called me twice and e-mailed me three times; Shawnte interrupted to say with surprise and some relief that I was the first person to say anything like that about Olga, no one else could ever get in touch with her. I said that although Olga had occasionally made contact nothing much ever came of it but the purpose of my call was to follow-up on my letter to Mr. David Lowman.

I told Shawnte I was happy she’d called and while I’d like to talk about my loan modification, right now I wanted to find out why I’d not heard back from Mr. Lowman. Shawnte was very nice and said there was an awful lot in my file to go through and she’d quickly looked for the letter…had I sent it in May? I said no, it was dated 4/19/10 and confirmed received 4/21/10; perhaps she should look more in that date range. Shawnte couldn’t find the letter but she did mention that she saw in my file a letter was to have been sent out to me on April 30, 2010, but for some reason it did not go out; perhaps it was in editing? She could not see the actual letter to me nor could she see what the letter might be about. She trailed off and said “something” happened to the letter; it did not go out. That was interesting. So what was the phone call from Olga all about?

Shawnte went on to ask me more about my letter to Mr. Lowman. I explained about his testimony before Congress… and that I’d written regarding same. She said she would need to read up on my file and get back to me, most likely by the end of the week. I asked Shawnte about her schedule and she told me she was in Ohio; her hours were 9 to 5 but because she was so new, she was in training each day from 1 to 5, which was frustrating as it made it difficult to return homeowner’s calls. Her direct phone number was (614) 422-3764 and she was going to speak with her supervisor to see what could be done about getting a response to my letter to Mr. David Lowman.

Mr. David Lowman offered something to the American people when he testified to the House Committee on Financial Services. He said that people who sought answers from Chase about their loan modifications should come to him…where the heck was he and how could anyone reach him?

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